Improve NPS and Reduce Complaints

Improve NPS and Reduce Complaints

The Problem

One of the Multi-Specialty Hospitals was suffering from low NPS (45%) and increased patient dissatisfaction and complaints.
The Hospital was unable to identify ‘Root Cause’Analysis of the Issues and take specific actions to improve NPS.

The Approach

CEMPIA Drill Down Factor Analysis , helped to pin point ‘Root Cause of Patient Dissatisfaction’ .
Appropriate officers were designated for every Drill Down Factor and Sub Factor (Department).

The Outcome

The Hospital could quickly and easily identify the areas of Improvement and assigned officers took quick actions. NPS increased to 70% and number of complaints decreased by over 20%.